Service Catalog and Configuration Management Database as the Foundation of SIAM
Hallikainen, Eija (2015)
Hallikainen, Eija
Haaga-Helia ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015101215349
https://urn.fi/URN:NBN:fi:amk-2015101215349
Tiivistelmä
The purpose of this thesis work was to define the elements and productize Service Integration and Management (SIAM) oriented Service Catalog and Configuration Management Database.
Multi-source IT operating model is increasingly common. It offers many benefits, however it may also present some challenges. One of those challenges is managing and integrating services from multiple insourced and outsourced service providers, which may lead to issues falling into the gaps between the service providers. Digitalization increases the number of suppliers used in an organization. This has led to the need for Service Integration and Management (SIAM), which in turn has therefore become an emerging service area globally.
Service Catalog is one of the key elements in SIAM. Very few companies have a professional SIAM model in use and many companies lack a proper Service Catalog and Configuration Management Database, which include business services as well. The Service Catalog itself is very essential in proving understandable and industrialized services for the business. If it is not in good shape, the IT operations are on a lower maturity level and cannot provide full value for the business and end users.
The aim of SIAM is to
- manage multiple suppliers and integrate them to deliver services
- ensure that the services meet the business need
- get single point of visibility and end-to-end accountability
- manage Service Management processes
- achieve multi-supplier control and provide governance over suppliers.
The basis for service integration is Service Catalog, well planned Configuration Management Database (CMDB) –structure, operational management components, and control information, which can be used for service integration and automation.
The target of this thesis was to create an Implementation Plan, which gives guidelines to implementing SIAM-based Service Catalog, Configuration Management Database –structure, and Operational Management Components –model. The Implementation Plan serves as the basis for the consultants, when starting the implementation of SIAM-oriented service delivery for the customer. The details of the Implementation Plan are considered confidential material.
Multi-source IT operating model is increasingly common. It offers many benefits, however it may also present some challenges. One of those challenges is managing and integrating services from multiple insourced and outsourced service providers, which may lead to issues falling into the gaps between the service providers. Digitalization increases the number of suppliers used in an organization. This has led to the need for Service Integration and Management (SIAM), which in turn has therefore become an emerging service area globally.
Service Catalog is one of the key elements in SIAM. Very few companies have a professional SIAM model in use and many companies lack a proper Service Catalog and Configuration Management Database, which include business services as well. The Service Catalog itself is very essential in proving understandable and industrialized services for the business. If it is not in good shape, the IT operations are on a lower maturity level and cannot provide full value for the business and end users.
The aim of SIAM is to
- manage multiple suppliers and integrate them to deliver services
- ensure that the services meet the business need
- get single point of visibility and end-to-end accountability
- manage Service Management processes
- achieve multi-supplier control and provide governance over suppliers.
The basis for service integration is Service Catalog, well planned Configuration Management Database (CMDB) –structure, operational management components, and control information, which can be used for service integration and automation.
The target of this thesis was to create an Implementation Plan, which gives guidelines to implementing SIAM-based Service Catalog, Configuration Management Database –structure, and Operational Management Components –model. The Implementation Plan serves as the basis for the consultants, when starting the implementation of SIAM-oriented service delivery for the customer. The details of the Implementation Plan are considered confidential material.